Does electronic banking service quality affect customers satisfaction in Nigeria?
Joint Authors
Abimbola, Ademola
Bayonie, Kazim
Source
Review of Finance and Markets Revue Finance et Marchés
Issue
Vol. 9, Issue 2 (30 Sep. 2022), pp.1-15, 15 p.
Publisher
Publication Date
2022-09-30
Country of Publication
Algeria
No. of Pages
15
Main Subjects
Economics & Business Administration (Multidisciplinary)
Topics
- Finance
- Financial policy
- Banking services
- Consumer satisfaction
- Electronic banking services
- Financial inclusion
Abstract EN
The study investigated the effect of Electronic Banking (E-Banking) service quality on customers' satisfaction in Oyo state, Nigeria.
In particular, the study examined the effect of E-Banking service quality (reliability, responsiveness, assurance, tangibility and empathy) on customers' satisfaction Findings revealed that reliability, responsiveness and assurance are strong predictors of customer satisfaction in Nigeria.
However, tangibility and empathy produced positive but insignificant results.
Therefore, it is recommended that all Nigerian banks should continuously improve the quality of E-banking services so as to attract more customers thereby, promoting financial inclusion.
American Psychological Association (APA)
Abimbola, Ademola& Bayonie, Kazim. 2022. Does electronic banking service quality affect customers satisfaction in Nigeria?. Review of Finance and Markets Revue Finance et Marchés،Vol. 9, no. 2, pp.1-15.
https://search.emarefa.net/detail/BIM-1442960
Modern Language Association (MLA)
Abimbola, Ademola& Bayonie, Kazim. Does electronic banking service quality affect customers satisfaction in Nigeria?. Review of Finance and Markets Revue Finance et Marchés Vol. 9, no. 2 (Sep. 2022), pp.1-15.
https://search.emarefa.net/detail/BIM-1442960
American Medical Association (AMA)
Abimbola, Ademola& Bayonie, Kazim. Does electronic banking service quality affect customers satisfaction in Nigeria?. Review of Finance and Markets Revue Finance et Marchés. 2022. Vol. 9, no. 2, pp.1-15.
https://search.emarefa.net/detail/BIM-1442960
Data Type
Journal Articles
Language
English
Notes
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Record ID
BIM-1442960